Legal Support Manager in Northampton

We are currently looking for a proactive, highly organised, service focused individual to fulfil a crucial role supporting the Insurance & Risk team.

Role Purpose

Reporting to the Head of the team, you will be responsible for the day‑to‑day management of all business support to fee earners in the team. Having oversight of the team’s workflow, you will coordinate support and ensure all business administrative needs of the team are met. You will also be required to undertake client relationship management and will have responsibility for managing/coordinating key business processes such as our Paperlite initiative and file compliance.

Responsibilities

• Team Leadership
  • Day‑to‑day management of the IRR team’s support staff including managing holiday, absences and any other people management related issues – e.g. appraisals, coaching, disciplinary, grievance or performance issues.
  • Responsible for the development of colleagues, ensuring any identified learning and development needs for the team are addressed.
  • Ensuring that absence is accurately recorded on cascade for all members of the service team.
  • Recruitment and selection of new support staff within the team.
  • Champion the induction process for all new joiners.
• Smart Practice and Workflow Management
  • Liaising with the Head of Team and Partners to coordinate distribution of administrative work across the team.
  • Managing the workflow in the digital dictation platform (BigHand), ensuring enough resource to support business demand, organising out‑of‑hours support when needed.
  • Managing case files – opening, closing, storage and retrieval – ensuring all files are compliant.
  • Overseeing the work of the support team to ensure that firm and departmental quality and compliance standards are complied with.
  • Sharing and promoting best practice in conjunction with the Smart Practice Team.
  • Support the implementation of technology or systems changes ensuring the team embrace the changes and are readily supported throughout.
  • Liaising with the Regulatory and Compliance team and ensuring the team is prepared for the annual Lexcel assessment.
  • Contributing to continuous process improvement.
  • Coordination of team and/or firm projects where necessary.
  • Working with other LSM’s across the firm to share best practice and resource where needed.
• Client Relationship Management
  • Acting as a point of escalation for client related queries that Legal Secretaries are unable to deal with and referring onwards to fee earners where appropriate.
  • Building strong rapport and relationships with clients and third parties.
  • Supporting the coordination of client events and meetings.
  • Acting as the team’s Marketing Lead, where appropriate, liaising with the Central Marketing Team ensuring marketing activities are delivered effectively within brand guidelines and budget.
  • Fielding client queries, taking messages on behalf of fee earners and communicating updates as requested by the fee earner.
• Fee Earner Support
  • Proactive management of emails, voicemails/calls and general post, using initiative to route enquiries to the appropriate individuals for swift response and action, ensuring that tasks are followed up.
  • First point of contact for the team on any business support issues.
  • Active management of the team’s monthly fee estimation and billing processes.
  • Managing the team’s processes following up unpaid bills.
  • Proactive diary management of the team.
  • Drafting and formatting of letters, documents, and forms and other administrative duties as may be required.
  • Prepare correspondence and documents through audio typing and word‑processing from a team central digital dictation system or as required by fee earners.

About You

• Seize opportunities, working in an agile way to adapt quickly to changes.
• Exhibit a desire for continuous learning and professional development and a strong ability to deliver solutions to problems.
• Ask great questions, listen, and draw on collective knowledge.
• Excellent communication skills, both verbal and written.
• Plan and organise tasks against tight deadlines.
• Attention to detail in all aspects of work.
• High levels of resilience and discretion and ability to manage relationships at all levels.
• Make decisions quickly and be open to feedback.
• Results focused and proactive approach to work.
• Positive ‘can‑do’ attitude, willing to be hands‑on to achieve results.
• Build relationships and encourage team working and create a supportive culture.
• Drive and initiative, anticipate solicitors and clients’ needs.
• Embrace technology and becoming proficient at emerging software.
• Driving licence or ability to travel to other office locations as required.

Knowledge

• Broad knowledge of administrative tasks in legal practices.
• Understanding of legal terminology.
• Sound IT skills in Microsoft Office, Outlook, Word, Excel and Teams, Zoom, etc.
• Genuine interest in client service.

Experience

• Experience within a legal environment / professional services environment.
• Strong legal administration experience.
• Experience in case management systems.
• Experience working in a client‑facing environment.
• Proven track record of supervising team members desirable.

Benefits

• Scottish Widows Pension Scheme.
• Support staff bonus scheme.
• 28 days annual leave (plus public holidays).
• Happy People / Perks at Work benefits portal.
• Cycle to Work scheme.
• Life Assurance.
• One‑third gym membership contribution.
• Flu vaccinations.

Equal Opportunities

As HCR is an equal opportunities employer, we don’t just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognising and nurturing talent, and working together to achieve the best outcome for our clients.

Recruitment Agencies

The HCR Resourcing Team is responsible for recruitment across the firm, and where possible will use direct hiring methods. We do work with a Preferred Supplier List, and where appropriate, we will release vacancies to those agencies who we deem most appropriate to support us. Only those agencies will be invited to submit candidates via our recruitment portal. Any speculative or unsolicited CVs sent to any employee or partner of HCR will not be considered an introduction, and no fees will be applicable. Furthermore, we retain the right to pursue these candidates without query of ownership.